Job Description

Responsibilities

Support Service Functions

Engage with customers to offer exemplary customer service, as defined by industry best practice and Mines leadership.
Use theoretical and practical knowledge to provide high level computing and technology management, advising, design and support services to faculty, researchers, administrators, staff, students, visitors, and fellow IT professionals.
Evaluate client requests, assess current infrastructure, and devise solutions and options to best meet client needs.
Dialogue with clients, perform needs analyses as appropriate, diagnose symptoms, behaviors, and errors in complex networked computing environments, determine root causes, design and develop permanent solutions or temporary workarounds if necessary.
Provide technical support (including installation and configuration) for classrooms, computer labs, conference rooms, and event spaces. This includes troubleshooting A/V equipment and the computers that integrate with the equipment. Identify and report room equipment improvements, replacement, and repairs that should be done.
Provide live technology support (Audio-Visual, Computer, and System) for Campus Events as required during traditional business hours, off-hours and weekends.
Install and support network devices such as wireless access points and telephones.
Facilitate virtual meetings and collaborations by providing support with available hardware and software across campus.
Provide support for live production, event capture, streaming, recording, presentations on campus, and occasionally during non-core business hours.
Provide technical support in all computing environments used by higher education STEM institutions. This includes Windows, MacOS, and Linux operating systems and the integration of advanced scientific instrumentation (microscopes, spectrometers, seismometers, etc.) used to observe, collect, or analyze data.
Set priorities based on assessment of client need, availability, and urgency along with impact to the business of the university and the resources required.
Evaluate, prioritize, and resolve problems and requests, or escalate to appropriate support areas.
Respond to assigned tickets and assist team members with their tickets.
Acts as the front-facing support liaison for all desk-side-related support issues.
Provide support documentation for the Service Desk and other IT teams.
Collaborate with other subject matter experts (SMEs) for problem and issue resolution.
Act as a liaison between customers and senior technical staff.
Work with Engineering “creators” when equipment or software is not functioning correctly. Ensuring clear and concise language is used, so they can understand what the problem is.
Training and Team Support

Assist with management, mentoring, and training of student employees.
Provide supplemental Service Delivery team support such as answering incoming support requests (via telephone and chat) and walk-in support.
Keep apprised of all IT projects and environmental changes that may affect customers.
Maintain and update professional knowledge and skills relating to applicable technologies in a fast-changing environment.
Proactively identify needs and embark on self-study, online training, research, or group-oriented endeavors and attend courses, training, webinars, seminars, and conferences as assigned or authorized.
Curate knowledge with others through documentation, formal and informal presentations, and job sharing.
Minimum Qualifications

Bachelor’s degree in information technology, engineering, computer science, business, or related discipline. Individuals without a related degree may be considered if they demonstrate possession of the same knowledge level found in a degree but have attained advanced knowledge through a combination of work experience and intellectual instruction using a 1:1 substitution.
4+ years of experience in an IT service-related role which includes managing shifting priorities, demands, and timelines as well as executing tasks in a high-pressure environment.
Excellent customer service skills.
Advanced interpersonal, written, and oral communication skills including excellent reading comprehension, attention to detail, and awareness of tone and impact.
Ability to perform analysis, design, and problem solving in a complex environment.
High-level understanding of computer operating systems (current and historical), programming concepts, data structures, diagnostic techniques, software engineering, networking, and communication methods.
Working knowledge of Google Apps, Microsoft Office 365, MS Teams, Zoom, and other standard applications.
Demonstrate a desire to support a variety of users with technology.
Familiarity with use and support of web conferencing platforms.
Basic understanding of audiovisual technologies including video conferencing, live lecture capture, control systems with touch panel user interfaces, digital signage, security cameras, and networked A/V.
Knowledge of procedures for installing, configuring, upgrading, troubleshooting, and repairing hardware and peripherals.
Understanding complex networked environments (including the OSI model) utilizing centralized storage, physically distributed resources, authorization and authentication mechanisms, group policies, and advanced management.
Demonstrate skill in instructing users on new or upgraded computer applications and hardware.
Ability to manage shifting priorities, demands, and timelines as well as execute tasks in a high-pressure environment.


Preferred Qualifications

Higher education experience.
Demonstrated experience providing one-on-one support in a teaching and learning environment. Proficiency in responding to and managing support requests within a dedicated institutional system.
Technical competence in one or more programming languages for AMX, Crestron, and Extron. The Certified Technology Specialist (CTS) certificate is desirable. Knowledge of EventsAir is a plus.
Basic Linux support.
Basic Microsoft Intune support.
Basic JAMF MDM support.